Digital Product Support Lead

Job Description

As a Digital Product Support Lead at Epiroc, you will be a crucial part of the digital products Support team, ensuring a smooth user experience across our digital products. Your role will involve providing technical support, troubleshooting issues, conducting software testing, and collaborating with developers and product managers to resolve technical problems. Your expertise in ITIL Processes will be essential in providing level 2 support for digital products. Your responsibilities will include maintaining detailed incident records, showcasing the product to customers, diagnosing and resolving technical issues, documenting common issues, and providing product training to end-users.Key Responsibilities:- Provide level 2 support for digital products, troubleshooting reported issues.- Work closely with developers and product managers to resolve technical problems.- Maintain detailed incident records in the ticketing system.- Showcase the product to customers, explaining use cases and functionality.- Diagnose, troubleshoot, and resolve technical issues related to digital products.- Document common issues and create knowledge base articles.- Provide product training and support documentation to end-users.Qualifications Required:- Bachelors degree in computer science, Electrical Engineering, or a related field.- Proven experience in Digital Product Support Specialist role, preferably in the mining or similar industry.- Excellent communication, collaboration, and leadership skills.- Knowledge of the mining industry and its unique challenges and opportunities.What We Offer:- Competitive salary and benefits package.- Opportunity to work on innovative projects with a talented team.- Professional development and growth opportunities.- Flexible working and a supportive work environment.At Epiroc, we are dedicated to accelerating the transformation towards more sustainable mining and construction industries. With a global presence in more than 150 countries, we develop and provide innovative and safe equipment, digital solutions, and aftermarket support. We value authenticity and unique perspectives, driving our spirit of innovation. Join us if you are a new thinker who wants to develop, grow, and dare to think new. As a Digital Product Support Lead at Epiroc, you will be a crucial part of the digital products Support team, ensuring a smooth user experience across our digital products. Your role will involve providing technical support, troubleshooting issues, conducting software testing, and collaborating with developers and product managers to resolve technical problems. Your expertise in ITIL Processes will be essential in providing level 2 support for digital products. Your responsibilities will include maintaining detailed incident records, showcasing the product to customers, diagnosing and resolving technical issues, documenting common issues, and providing product training to end-users.Key Responsibilities:- Provide level 2 support for digital products, troubleshooting reported issues.- Work closely with developers and product managers to resolve technical problems.- Maintain detailed incident records in the ticketing system.- Showcase the product to customers, explaining use cases and functionality.- Diagnose, troubleshoot, and resolve technical issues related to digital products.- Document common issues and create knowledge base articles.- Provide product training and support documentation to end-users.Qualifications Required:- Bachelors degree in computer science, Electrical Engineering, or a related field.- Proven experience in Digital Product Support Specialist role, preferably in the mining or similar industry.- Excellent communication, collaboration, and leadership skills.- Knowledge of the mining industry and its unique challenges and opportunities.What We Offer:- Competitive salary and benefits package.- Opportunity to work on innovative projects with a talented team.- Professional development and growth opportunities.- Flexible working and a supportive work environment.At Epiroc, we are dedicated to accelerating the transformation towards more sustainable mining and construction industries. With a global presence in more than 150 countries, we develop and provide innovative and safe equipment, digital solutions, and aftermarket support. We value authenticity and unique perspectives, driving our spirit of innovation. Join us if you are a new thinker who wants to develop, grow, and dare to think new.

Keyskills :
Technical SupportTroubleshootingSoftware TestingUser ExperienceDocumentationTrainingCommunicationCollaborationLeadershipITIL Processes